Customer Service Question - WWYD? - UPDATED in first post. I'm so ticked off...

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leighla
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Member since 5/05

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Name:
Lauren

Customer Service Question - WWYD? - UPDATED in first post. I'm so ticked off...

I'll try to make this brief:

June 2010 I had Empire install 7 carpets in my house.

They took a day longer than they had planned and there were some immediate workmanship issues, but I was going on vacation for a week, so I didn't address anything.

August 2010 came back from vacation and noticed a lot of hard bumps and lumps in my carpets and generally it felt like there was NO padding down.

Sept, Oct, November 2010 - numerous visits from Empire folks telling me there was nothing wrong with it.

December 2010 - they tell me they will allow me to select a new carpet - send someone out with samples on Christmas Eve.

I select the new carpet - get a call later that day that the "upgrade" will cost me $4500. (They failed to mention there would be any cost to me.)

I tell them no way, this is not my issue, it's a defective installation.

February 2011 - they send an indepedant contractor (I kept calling him carpet CSI) to investigate.

Last week his report comes in - defective padding, need a full replacement.

Empire calls me and tells me they are going to replace it. I ask how long. "A couple hours."

Go to schedule it, talk to the installation manager who tells me it will take a couple DAYS. Not hours.

I have my house on the market and realtors showing it daily.

I don't want it replaced at this point, I just want a refund.

Do I have a case to ask for that? And if so, what tactic should I use?

I've probably had to take off from work 8 extra days since July to handle this.

And I don't trust that they will fix it the right way after how they handled everything else.
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UPDATED:

This is still going on.

I've been calling the dude Peter that I've been working with everyday for the last 3 weeks. No response.

Today a new guy, Tim, called and offered me $800 - 10% of what I paid.

I told them no and that I wanted to know how much it was going to cost to replace the padding and I wanted at least that cost.

He doesn't know how much it would cost "They don't work like that".

Okaaaaaay. So you don't pay your workers???? So I didn't pay for labor???

After almost 40 minutes on the phone we couldn't come to an agreement so I told him I wanted the offer in writing so I could take it to my attorney.

He said fine - give him the attorney's direct address. I told him I wanted the letter and I would take it to him.

I asked him to also include the PO so I could see my original payments. He refused as "that wasn't something he had access to."

Okaaaaay. But you just listed my PO number and all the details???

I asked if Empire had a facebook page or something else that I could see information I would need to give to my attorney and he said "I don't know."

Okaaaay. The manager of customer service doesn't know?

I tell him where to send the letter and he says he can only send it to the old address.

I asked him why because he knows my situation and he knows I don't live there anymore. Then I said I really don't understand why he wants his customers to be this uphappy he said:

"You mean nothing to me. You are just a voice on the phone."

When I got upset at that and told him that this was the single worst customer service experience I've ever had he hung up on me.

What do I do now?

I'm beside myself at how awful this experience was.

Do I just let it go?

Do I get an attorney?

Do I take the $800 sucky dollars?

Do I try to get someone else to help?

Message edited 4/21/2011 12:48:36 PM.

Posted 3/14/11 1:31 PM